Research Remediation Analyst (Wire Investigations)

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.  In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.
 
At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience. 
 
Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. 

Responsible for supporting Domestic and International Correspondent Bank Customers who utilize our Global Payments Services.  Research and resolve Wire Transfer inquiries in Foreign Currency and US dollar payments for internal/external clients.  Analyze and resolve inquiries, which may result in processing a payment or making an adjustment through various systems. Troubleshoot questions and escalations received via our email box.  Maintain or exceed the quality standard while meeting/exceeding the production standards set forth by management. Responds to/and researches and resolves escalated inquiries and complaints requiring special handling.  Determines if processes and documentation are in compliance with internal company requirements, contractual terms/conditions, insurer guidelines, investor requirements and/or government regulations or to perform remediation activities. Recommend standards, policies, and/or procedures to correct deficiencies. Ensures identified risks and/or problems are clearly documented.  Identify/implement process improvements, performance of ongoing reviews as needed. May generate reports and summarize results.

Duties include but not limited to:

• Act in the capacity of verifier for all entries within the Pega Smart System verify queues for payments and authenticated messages in line with departmental procedures. 

• Identify potential risk and communicate to Research/Remediation Representative and Manager once discovered. 

• Perform quality checks, identify trends with complaints, make recommendations for reduction and provide feedback to manager on findings noted.

• Highlight gaps in training and performance when observed and suggestions for improvement.

• Review email responses sent by team members from shared email boxes for accuracy/compliance and provide feedback when necessary. Identify error trends and create reporting to share with Management

• Provide research and response to highly visible and/or complex complaint requests. Strong ability to communicate in writing to Senior Leaders.

• Be flexible to provide support to International, Domestic, and Complaints areas

• Proven Subject Matter Expert in Wire Transfers including FED, CHIPS and SWIFT payment formats. In-depth working knowledge of OFAC (Offices of Foreign Asset Control) and AML (Anti Money Laundering) guidelines.  Familiarity with IFSA (International Financial Services Association) guidelines.

• Communicate with clients regarding account questions relating to USD and Foreign Exchange (FX) Wire Transfer transactions through SWIFT, Fed Service Message, Telephone or Email

• Analyze, research and resolve problems identified by internal and external customers

Schedule is Monday-Friday, hours may vary depending upon business needs. Normal operating hours are 8am-8pm EST.
Preferred locations listed on job posting.   Other locations within the Wells Fargo footprint may be considered

Please note: Based on the volume of applications received, this job posting may be removed prior to the indicated close date.   If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.

• 4+ years of customer contact experience in a financial services environment; or 3+ years of experience in one or a combination of the following: financial services operations, underwriting, or quality assurance

• Intermediate Microsoft Office skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communication skills
• Wire payments or transfers experience
• Knowledge and understanding of wire or FX investigations
• Experience leading a fast paced, demanding, and deadline driven production environment
• Strong analytical skills with high attention to detail and accuracy
• Ability to motivate and provide performance feedback to staff
• Knowledge and understanding of report creation: ad hoc reports in an operational environment
• Ability to take on a high level of responsibility, initiative, and accountability

• Ability to work additional hours as needed

NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC
CO-Golden: 1220 Ford St - Golden, CO
OR-Portland: 2701 Nw Vaughn - Portland, OR
PA-Philadelphia: 101 N Independence Mall E - Philadelphia, PA

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.